Refund Policy

Two types of refund scenarios are supported: full refunds without product return and refunds with product return. Full refunds without return apply only to confirmed scenarios including factory sealed product leakage, incorrect item delivery, expired inventory shipment confirmed by batch production date verification, and severe outer packaging crushing that renders internal product protection invalid. Customers must submit unedited timestamped photos and logistics delivery proof within the 60-day window to qualify for this exemption.
Refunds requiring product returns cover customer-initiated reasons including unsuitable skin adaptation, duplicate order placement, and mismatched product texture expectation. Returned products must retain original intact factory sealing, unopened primary packaging, complete accessory sets and original outer shipping packaging. Products with broken factory seals, partial usage traces, damaged internal packaging or discarded accessory components will be deemed ineligible for partial or full refund approval.
After after-sales team approval of valid refund requests, the formal refund processing cycle is fixed at 5 to 10 calendar working days. This timeline excludes delays caused by third-party payment gateway internal review, cross-border bank transfer settlement and local financial institution fund clearance. We bear no liability for additional bank handling fees charged by user-side local financial institutions during cross-border USD fund return.
Global free shipping coverage extends to initial order delivery only. Return shipping costs for customer-initiated voluntary returns are borne solely by the customer, and no return shipping subsidies or credit offsets are provided under any voluntary return circumstances. Refund applications submitted beyond the 60-calendar-day window will be automatically rejected with no exception appeals allowed.
Partial refund requests are supported for multi-item orders, allowing customers to apply for refunds for individual defective or unsatisfactory products while retaining other items in the same order. Partial refunds follow the identical 5-10 working day processing timeline as full refunds, and proportional item pricing will be calculated based on the original single-unit listed USD price, excluding bundled discount apportionments for promotional combo orders. No partial refunds will be approved for split returns of individual units within sealed multi-pack skincare sets, as bundled sets are classified as a single indivisible inventory unit.
All complimentary gifts, sample sachets and promotional beauty accessories distributed alongside paid orders must be returned together with the main product for all customer-initiated return-based refund requests. If customers fail to return unused, unopened complimentary items, a proportional USD deduction matching the official retail value of the gifts will be subtracted from the final refund amount. For damaged or missing complimentary items caused by logistics errors instead of customer negligence, no value deduction will be applied after logistics damage verification.
For marginally opened skincare products with negligible usage (less than 5% of total product volume, no altered ingredient stability, intact inner sealing foil), conditional return refunds may be approved on a case-by-case basis. This exception only applies to users experiencing immediate skin irritation after minimal patch testing, and users must submit official dermatologist consultation notes alongside usage photos within the 60-day return window. Products with obvious excessive usage, altered product consistency or cross-contamination from external substances remain permanently ineligible for refunds.
All refunds are processed exclusively via the original payment method used at checkout, and alternate refund channels such as wallet credits, gift vouchers or third-party transfer are not available. In cases where the original payment account is closed, expired or inaccessible, customers are required to submit official bank account change verification documents within 7 working days after refund approval, otherwise the refund application will be cancelled automatically. We will send three automated email notifications at approval initiation, fund submission and final completion to keep customers updated on refund progress.
We reserve the right to suspend all refund privileges for users who submit repetitive low-quality refund requests, including repeated claims of skin discomfort without valid medical proof or regular returns of nearly all purchased items. Suspended users retain normal shopping access but will face extended 10-working-day maximum refund review periods for all subsequent after-sales applications until a 120-day period of compliant order behavior is recorded.